... had performed much better than Manzana's Fruitvale branch on every count and this resulted in memo being issued by the senior vice-president at Manzana. The Fruitvale branch performed badly on various measures like total number of requests for New policies, endorsements, and renewals processed, very high turnaround time resulting in late renewals and increased renewal loss rate. The management was of the view that the branch was adequately staffed, overstaffed in some cases, and dismissed staffing as a cause for the dismal performance. The top management wanted some urgent action on Fruitvale's part and provided them two weeks to come up with an action plan. Problem Definition To identify and resolve operational inefficiencies in the processing of various underwriting requests, which have adversely impacted the branch profitability. To identify and remove/ mitigate the bottlenecks in policy processing so that the turnaround time (TAT) is reduced and customer base is retained. To come up with an ...

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